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About the Role

As a Technical Lead for Five9, you will serve as a senior technical leader within the CX Platforms practice, responsible for designing, configuring, and delivering scalable Five9 Intelligent CX solutions. You will act as a customer-facing advisor, translating business requirements into technical architecture while guiding engineering teams through the full development lifecycle.

Responsibilities

• Own end-to-end technical design and produce Technical Design Documents aligned with best practices.
• Configure and implement Five9 Intelligent CX solutions across voice, digital, and outbound channels.
• Design and build integrations using Five9 APIs, web services, and connectors to CRM, UC, and third-party platforms.
• Implement Five9 AI capabilities including virtual agents, agent assist, and digital engagement.
• Provide technical direction to application engineers and support SIT, UAT, and go-live processes.
• Produce as-built documentation, configuration guides, and runbooks for client handover.
• Lead hyper-care support, troubleshooting, and platform optimization post-launch.
• Act as a technical advisor for discovery, solution demonstrations, proofs of concept, and effort estimation.
• Contribute to reusable assets and mentor engineers to grow team technical depth.

Requirements

• 5+ years of contact center or CCaaS implementation experience.
• Deep hands-on expertise configuring and deploying Five9.
• Proven experience with IVR/Studio, ACD, skills-based routing, and dialing strategies.
• Experience designing integrations using Five9 APIs, web services, and CRM/UC connectors.
• Ability to advise stakeholders and support pre-sales activities.
• Strong solution design skills and ability to lead engineering teams.
• Familiarity with Five9 reporting, analytics, and workforce optimization.
• Working knowledge of web technologies including HTML, CSS, JavaScript, JSON, XML, and REST.
• Strong written and verbal communication skills.
• Demonstrated leadership and mentoring ability.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Skills

• Five9 Configuration
• IVR/Studio Scripting
• API Integration
• Solution Architecture
• Technical Documentation
• Pre-sales Support
• Team Leadership
• Web Technologies (HTML, CSS, JavaScript)
• Data Formats (JSON, XML, REST)

Location

• Charlottesville, VA
• Durham, NC
• Columbus, OH
• Boston, MA
• Remote (U.S.)

Work Type

• Hybrid
• Remote
• Full-time

Experience Level

• 5+ years

Education Level

• Bachelor's degree in Computer Science, Engineering, or equivalent

About the Company

• Digital product consultancy and digital division of TELUS.
• Global team operating across North America, South America, Central America, Europe, Africa, and APAC.
• Expertise in Web, Mobile, Digital Marketing, Enterprise AI, and Technology Modernization.

Equal Opportunity

• TELUS Digital is an equal opportunity employer committed to a diverse and inclusive workplace.
• Employment decisions are based on qualifications, merits, competence, and performance without regard to protected characteristics.